About the Role
We are seeking an experienced Manual Tester with 5-8 years of QA/testing experience in contact center technologies or enterprise telephony platforms. The ideal candidate will have hands-on experience with contact center platforms such as NICE and Genesys, as well as a strong understanding of VoIP, SIP, call flows, messaging systems, and contact center architecture.
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Responsibilities
- Design and execute comprehensive test scenarios for contact center platforms including IVR, conversational AI, routing, and system integrations.
- Validate configurations and customizations of IVR workflows, call routing logic, and customer interaction journeys.
- Perform functional, integration, regression, and API testing across contact center systems and airline operational platforms.
- Monitor system performance during testing cycles, identify defects, and support troubleshooting and root cause analysis.
- Ensure system stability, scalability, and reliability in high-volume contact center environments.
- Validate data accuracy across reporting, workforce management, quality monitoring, and analytics systems.
- Collaborate with Product Owners, architects, IT teams, and vendors to ensure high-quality releases and seamless deployments.
- Contribute to test automation, process improvements, and continuous enhancement of QA practices.
Technical Qualifications
- 5+ years of QA/testing experience in contact center technologies or enterprise telephony platforms.
- Hands-on experience with NICE / Genesys / similar contact center platforms (IVR, ACD, CTI, routing).
- Strong understanding of VoIP, SIP, call flows, messaging systems, and contact center architecture.
- Experience in functional, integration, regression, and API testing (Postman, REST services).
- Familiarity with cloud platforms (AWS/Azure) and modern architectures (microservices, containers).
- Proficiency in data validation and analysis using SQL, Excel, or reporting tools (Power BI/Tableau).
- Exposure to automation tools or scripting (Python, JavaScript, Selenium) is an advantage.
- Strong analytical, troubleshooting, and defect management skills, including root cause analysis.
- Experience working in Agile environments with cross-functional collaboration.
- Excellent communication skills and ability to manage multiple priorities in a fast-paced setup.
You Can Look Forward To:
- Gaining deep domain expertise in the Travel, Transportation & Logistics domain.
- Working with the latest technologies & cutting-edge tools to redefine the travel sector.
- Enjoying the many benefits of a stable SaaS-based product company.
- Partnering with prominent airlines, busy airports, top tour & cruise providers, well-known hotel chains, and large energy companies to augment their mission-critical operations.
- A diverse, global work culture with some of the brightest minds in the industry.
- A competitive benefits package, flexible work-life policies, transparent rewards & recognitions, continuous learning and development, medical benefits, and enjoyable work policies.
Equal Employment Opportunity Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran’s status or any other characteristic protected by law.
